Technical Support Engineer - Global Service Desk

Concentrix; Gurugram District; On-site; INR 420,000 - 520,000; Full time

Job summary

Concentrix Gurugram is seeking a Technical I for the Global Service Desk to deliver frontline IT support for cloud platforms (GCP, AWS, Citrix), Windows OS and enterprise apps. You will install, configure and troubleshoot softphones, VDI environments and remote desktop solutions.

You will log and manage incidents, meet SLAs, escalate when needed, and uphold quality and compliance while communicating with end users and client stakeholders.

Qualifications

• Provide technical support for cloud platforms and Windows OS.
• Log, track and resolve incidents per SLA.
• Ensure compliance with client policies.

Responsibilities

• Technical support for cloud platforms (Google Cloud Platform, AWS, Citrix), Windows OS and enterprise applications.
• Install, configure, and troubleshoot softphones, VDI environments and remote desktop solutions.
• Manage Priority 1 / Severity 1 incidents with minimal business disruption.
• Escalate issues with proper documentation and adhere to ITSM processes.

Skills

Technical support

Incident management

Customer service

Tools

Google Cloud Platform

AWS

Citrix

Softphones

VDI

Remote desktop

Job description

Technical I, Global Service Desk (TCF)

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Join us and be part of this journey towards greater opportunities and brighter futures.

Key Responsibility 1. Technical Support & Troubleshooting:

• Provide comprehensive technical support for:
• Cloud platforms: Google Cloud Platform, AWS and Citrix
• Operating Systems (Windows) and enterprise applications
• Perform installation, configuration, and troubleshooting of:
• Softphones, VDI environments, and remote desktop solutions
• Handle break/fix issues, system errors, access problems, and connectivity issues.

Key Responsibility 2. Incident & Service Management:

• Manage and resolve Priority 1 / Severity 1 incidents, ensuring minimal business disruption.
• Accurately log, track, update, and close tickets within defined SLA and ITSM processes.
• Escalate issues to appropriate resolver groups when required, with proper documentation.

Key Responsibility 3. Quality & Compliance:

• Monitor and evaluate inbound/outbound calls, chats, and emails to ensure quality standards.
• Participate in internal quality audits and process reviews to identify gaps and improvement opportunities.
• Maintain strong adherence and compliance with organizational and client policies.

Key Responsibility 4. Stakeholder & Client Interaction

• Deliver exceptional customer service with a professional, solution‑oriented approach.
• Communicate clearly with end users, leadership, operations, quality teams, and client stakeholders.
• Maintain strong knowledge of client programs, systems, and service expectations.
• Complete all assigned, mandatory training within the timeframe provided.
• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports.

Location: IND Gurugram - Industrial Plot No. 243, 1st, 3rd, 4th, 5th & 7th Floors

Language Requirements:

Time Type: Full time